Customer Experience Quality Specialist

Probe Group; Quezon City; Sur place; PHP 391 000 - 725 000; Plein temps

Résumé du poste

Probe Group in Manila is seeking a Quality Analyst to monitor and evaluate customer interactions across calls, emails, and chats, ensuring high standards of service. You will collect and analyze KPI data, prepare clear reports for stakeholders, and coach agents to improve performance and customer outcomes.

The role emphasizes adherence to quality standards, regulatory compliance, and collaboration with Training and Operations to drive continuous improvement.

Qualifications

• Experience in quality assurance and KPI tracking.

Responsabilités

• Listen to and evaluate customer interactions (calls, emails, chats) to assess service quality.
• Collect, analyze, and interpret KPI data such as first-contact resolution and customer satisfaction.
• Prepare and present reports on quality performance to stakeholders.
• Provide coaching to agents on performance and development opportunities.
• Ensure that quality standards and procedures are followed by agents, and provide guidance on quality-related issues.
• Monitor and ensure compliance with regulatory requirements, industry standards, and company policies.
• Collaborate with other departments, such as training and operations, to ensure alignment and effective implementation of quality initiatives.

Connaissances

Quality Monitoring

Data Analysis

Reporting

Coaching

Description du poste

Probe Group in Manila is seeking a Quality Analyst to monitor and evaluate customer interactions across calls, emails, and chats, ensuring high standards of service. You will collect and analyze KPI data, prepare clear reports for stakeholders, and coach agents to improve performance and customer outcomes.

The role emphasizes adherence to quality standards, regulatory compliance, and collaboration with Training and Operations to drive continuous improvement.